Manager-ResponseandResolution Team Member

Role

TM – Response & Resolution

Job Level/ Designation

M1

Function / Department

Customer Service

Location

Mohali

Hiring Manager

Vertical Head

Job Purpose

1. Coordinate and Manage closure of all the customers issues referred to the circle from partner team, Response & Resolution PF.
2. Execute/coordinate circle specific issues at circle recommended by Proactive Resolution CoE.
3. Manage circle specific Regulatory compliances pertaining to CC & BO Operations

Key Result Areas/Accountabilities

1. Ensure timely closure of the issues in coordination with other verticals & functions esp Network, mktg, IT escalated from Response & Resolution PF, CoE: CC Analytics
2. Identify the large customer impact issues conduct RCA for circle specific issues and escalate to CoE – proactive resolution for centrally managed issues, Multi circle issues
3. Support IVR local activities, customer communication from time to time

Maintain necessary reports and compliance on all regulatory issues relevant to CC & BO

Core Competencies, Knowledge, Experience

• Knowledge and Subject Matter Expertise around VIL processes, and systems
• Excellent analytical skills to identify the process/product gaps and provide resolution
• Good coordination & Influencing skills
• 2-3 years of work experience with at least  1 year in telecom domain

Must have technical / professional qualifications

For all identified circles LoBs:

1. TAT compliance in closing the escalated issues
2. First time resolution scores (Repeat SR’s) among the issues escalated to the team
3. Regulatory compliances / deviations

Calls/ complaints per subscriber Reduction